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Health Care Insights Study 2022

A couple shares a happy moment with a slight embrace.

The nation has emerged from the COVID-19 pandemic with a stronger desire for providers to put the care back into health care. People are seeking a deeper and more meaningful relationship with their providers. They view their health encompassing social, emotional, and mental health, in addition to physical health – and are increasingly searching for a health care experience that is more holistic, collaborative, affordable, and convenient.

To provide this complex and highly personal type of health care, coordination and communication among patients and their health care team is vital.

The 2022 Health Care Insights Study by CVS Health® – which highlights the ways in which health care must continuously evolve to meet consumers where they are in their health journey - reveals that people are hungry for the next chapter in their health and wellness journeys.

Report sections

More than ever, providers and their patients agree that good communication and understanding is the key to successful care plans and health outcomes. Many consumers have a renewed interest in health goals and habits and welcome building a deeper relationship and personal connection with their providers. A more holistic perspective on what care delivery should look like is emerging, and better engagement and connection is a priority.


  • 81% of consumers say it’s very important their primary care provider be aware of their overall happiness and life satisfaction levels. They want their primary care provider to be aware of their stress levels and how they’re dealing with difficult situations.

CVS Health’s next generation primary care model calls for coordinated team-based care that addresses the whole patient. Offering care for preventive, chronic and acute health needs in-person, virtually, or in the home, the goal is to improve overall health outcomes and simplify the health care experience.

Coordination, communication and frequent interventions take center stage.


  • 68% of physicians say communicating and coordinating with their patients’ other care providers had a high to moderate impact on their ability to effectively engage with their patients and achieve desired outcomes.

  • 64% said offering access to other health care professionals to help coordinate care had a high to moderate impact.

  • 83% of consumers want their primary care provider to know about their family medical history, genetics and inherited lifestyle habits.

Virtual care has become a standard offering and an extension of health care versus a replacement for in-person health care visits. People want the option to receive medical care on their time, without waiting for an appointment.

  • 92% of consumers say convenience is an important factor when choosing their primary care provider

  • 37% of consumers scheduled a virtual visit to reduce cost or save time

When it comes to mental health, consumers are continuing to embrace virtual care as it offers an even more private and convenient way to discuss mental health topics such as anxiety, stress, depression and substance abuse.

  • 53% of providers say the addition of virtual care has increased patient visits.

  • 48% of consumers were very likely or somewhat likely to seek out mental health services if they could do so using a virtual visit.

While consumer health care is back on track after two years, many continue to struggle with medication adherence or fail to stick to their health care plan. Consumers and providers alike noted the value of frequent interventions from pharmacists, nurses and other traditional health care practitioners, as well as family, friends and workplace as important supports


  • 94% of providers think that interventions such as pharmacist mentions, text reminders or phone follow-ups have an impact on their patient’s ability to successfully follow a prescribed care plan.

  • 71% of consumers said it was very or somewhat important to their health that they have customized alerts and reminders of screenings and checkups.

  • Of those respondents who take specialty medications or have a complex condition, 87% said that workplace accommodations or support is very or somewhat important.

Providers acknowledge that their job is difficult, but their efforts are making a difference to many patients. Although some providers are frustrated and discouraged by anti-science trends, they are proud to guide the way for their patients and feel appreciated. 


  • 44% of consumers say that compared to before the pandemic, they now have even more appreciation for health care providers.

  • 59% of consumers indicated their primary care physician was their most trusted health care provider vs. 49% in 2021.

About the study

The Health Care Insights Study by CVS Health looks at the needs and mindsets of consumers as they pursue their individual health journeys, and providers as they support patients. The findings highlight the ways in which the health care industry is evolving, what’s next in primary care, how we can build healthy communities, and how we can improve clinical care. As we look toward the future, CVS Health is uniquely positioned to reimagine health care that is centered around people — simpler, more accessible, and more affordable, with better health outcomes.


The Health Care Insights Study (HCIS) by CVS Health was first released in 2018 and called the Health Ambitions Study, then known as the Path to Better Health Study in 2019 and 2020. Two questionnaires were fielded by Market Measurement, a national market research consulting firm. The National Consumer questionnaire was comprised of 1,000 participants 18 years and older, located throughout the U.S. In addition to this consumer group, an “oversample” of 200 consumers were surveyed in each of 6 regional areas: Atlanta, Houston, Chicago, Columbus, Philadelphia, and Phoenix, as well as an oversample of 200 consumers who self-identified as Black and 200 consumers who self-identified as Hispanic. The National Provider questionnaire was comprised of 400 health care providers and had the following breakdown: 175 primary care providers, 75 RN/LCW, 75 pharmacists, and 75 physician’s assistants.  All respondents had at least two years’ experience in their respective field.